Technical Services Manager

Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

Role Summary

The Team Leader will be responsible for the day-to-day supervision of NOC Engineers and System Engineers supporting managed services clients. This role requires a strong technical foundation across infrastructure, networking, and systems administration, combined with proven experience in a contact center or queue driven support environment. The ideal candidate has worked within an MSP setup, understands ConnectWise, and can balance operational execution with people leadership, ensuring service quality, coverage, and a customer first culture across the team.

Key Responsibilities

Team and Performance Management

• Supervise and mentor a team of NOC and System Engineers, ensuring consistent service delivery standards
• Monitor call and ticket queues in real time to ensure SLAs and response times are met
• Conduct call listening and quality reviews, providing structured, constructive feedback to engineers
• Identify skill and knowledge gaps within the team and coordinate relevant training interventions
• Drive a customer first mindset across the team through coaching, reinforcement, and example

Operational Oversight

• Manage ticket backlog actively, prioritizing based on severity, client impact, and SLA exposure
• Build and manage shift schedules to ensure adequate coverage across all required hours, including weekends and holidays where applicable
• Track attendance, adherence, and utilization, and take corrective action where required
• Escalate and coordinate on major incidents, ensuring timely communication to stakeholders

Technical Leadership

• Provide technical guidance and second level support on infrastructure, networking, and system administration issues
• Ensure proper use of ConnectWise for ticketing, time tracking, and documentation
• Review technical documentation and knowledge base articles for accuracy and completeness
• Partner with senior engineers and architects on recurring or complex issue trends

Reporting and Continuous Improvement

• Prepare and present regular performance reports covering queue health, SLA compliance, and team metrics
• Identify process gaps and recommend improvements to workflows, monitoring, and escalation paths
• Participate in client facing calls when required to represent team performance and improvement plans

Required Skills and Experience

• Bachelor’s degree in information technology, Computer Science, or a related field; equivalent practical experience will also be considered
• Minimum 5 to 7 years of experience in NOC, infrastructure, or system engineering roles, with at least 2 years in a team lead or supervisory capacity
• Prior experience working within an MSP (Managed Service Provider) environment is mandatory
• Hands on experience with ConnectWise (Manage, Automate, or both) is required
• Strong working knowledge of networking (routing, switching, firewalls, VPN) and systems administration (Windows Server, Active Directory, virtualization platforms)
• Demonstrated experience in a contact center or queue-based support environment, including call monitoring and quality feedback processes
• Proven ability to manage schedules, coverage, and backlog in a 24x7 or extended hours support model
• Strong communication skills, both written and verbal, with the ability to coach and develop team members
• Ability to remain calm and structured during high pressure incidents or escalations
• Strong verbal and written English communication skills, with the ability to interface confidently with US and international stakeholders
• Working knowledge of RMM and monitoring tools such as SolarWinds, Auvik, or N-able, in addition to ConnectWise, is an advantage

Preferred Qualifications

• Relevant certifications such as CompTIA Network+, Microsoft Certified (Azure/Windows Server), Cisco CCNA, or ITIL Foundation
• Experience working with US or international clients in a distributed team setup
• Familiarity with RMM tools, PSA platforms, and monitoring solutions beyond ConnectWise

Success Metrics (KPIs)

• SLA compliance percentage across assigned queues
• Average ticket resolution time and backlog aging
• Call quality and QA audit scores
• Client satisfaction (CSAT) and escalation frequency
• Team attendance, adherence, and attrition rate
• Training completion and skill gap closure within the team

Key Attributes

• Proactive problem solver who anticipates issues before they escalate
• Balances people leadership with hands on technical credibility
• Comfortable holding team members accountable while maintaining morale
• Genuinely customer centric in approach and decision making

Benefits at Anovia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities
• Remote work opportunities
• Focus on work/life balance
• Immigration Program supporting immigration to Canada for eligible employees

We thank all candidates for their interest, however, only those selected for an interview will be contacted. Anovia is an equal opportunity employer.